Analyst, Technology Services

Nationwide•Columbus, OH

1d•$55,700 - $83,500•Hybrid

About The Position

Nationwide’s Technology Service Desk is an inbound call center supporting over 25,000 associates/contractors and over 100,000 agents. We provide break fix and troubleshooting support for passwords, network, connectivity, hardware, software, and mobile apps. Our group is comprised of approximately 60 associates in Columbus and remote work from anywhere locations. Analysts joining our teams will be focused on providing support to Nationwide Insurance Agents. As a Technology Services Analyst, you will support and maintain applications, personal computing equipment, and infrastructure across all environments while delivering a variety of technical services in support of both. This role also plays a vital part in fulfilling IT Service Management (ITSM) processes. Using technical knowledge and tools, you will resolve agent and internal customer equipment and application issues in a timely, efficient manner. The role also partners with teams across technology to execute corrective actions and advocate for associates and agents.

Requirements

Previous TSD call center experience supporting employee related technical issues at Nationwide.
General Property Casualty business acumen
Desire to gain information technology knowledge and skills
Focus on continuous learning
Familiarity with agency systems such as Agent Gateway Sales and Service (AGSS), Agent Gateway Client Management (AGCM), AgentCenter, or PolicyCenter/Guidewire.
Experience providing customer support to exclusive and/or independent agents.
One year or less of technology experience including some experience using basic levels of troubleshooting to fix a problem.
Good communication skills
Execution of the Accelerated Solutions Delivery framework
Information Security acumen and priority setting are preferred.
Regularly and consistently demonstrates Nationwide Values.

Nice To Haves

Undergraduate studies in computer science, management information systems or a related field are preferred.
Technology certifications or designations are not required, but encouraged (i.e., AWS, Azure, scripting and development languages, delivery methods, security).
Insurance/financial services industry knowledge is a plus.
Other criteria, including leadership skills, competencies and experiences may take precedence.

Responsibilities

Serves as the first point of contact for associates and independent agents seeking technical assistance.
Performs level 1 technical support to diagnose, analyze, research, and resolve technology equipment and application technical issues for users via phone, web, and chat channels.
Documents, prioritizes, and escalates associate and agent issues that require handling by level 2 technology partners, ensuring level 2 teams have proper data to investigate and resolve user issues in a timely manner.
Identifies and communicates immediate technology issue and incident trends that have the potential to cause large-scale service interruptions, allowing for timely Technology response.
Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
Identifies high volume issues requiring root cause analysis from technology business partners to improve customer experience.
Acts as a customer advocate within Technology when level 2 incident responses are rejected by associates or independent agents.
Identifies and provides feedback on missing or incorrect knowledge articles to improve the documentation relied upon to assist associates and agents. This includes identifying solutions that can be converted to end user documentation, allowing the customer to find and administer self-help instructions.
Responsible for the overall PC Lifecycle from acquisitions to retirement of Nationwide’s Hardware Assets, including Personal Computers (PC), monitors, and related items; such as data recovery, diagnostics of the PC, warranty repair, inventory management, and proper retrieval and disposal of Nationwide’s equipment.
Responsible for inventory management and forecasting for PC peripherals (keyboards, mice, headsets, cameras, monitors) as well as logistics and fulfillment.
May perform other responsibilities as assigned.